1+ months

Technical Support Specialist - Client Services

El Paso, TX 79901

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.


Service Excellence is a core value at ADP. In our Small Business Services division, we are committed to providing accurate, convenient, risk-free payroll, tax processing and integrated business solutions for small businesses across the US. Did you know that over 95% of our small business clients are not only satisfied with ADP's services but would recommend ADP to someone else? How would that kind of success impact your career?


Client support at ADP. It's all about enabling the clients we serve to be more effective employers. You can make it happen by collaborating with other ADP Associates to ensure our products and services deliver winning results. The expert support you provide can make our workforce solutions stand out in an increasingly competitive global marketplace.


The SBS Client Services Technical Support Specialist provides timely technical guidance and support to SBS Implementation associates of various levels of tenure and knowledge and to new clients whose knowledge level ranges from no payroll experience to payroll expertise as they transition to ADP. Handles and resolves escalated implementation issues by utilizing extensive product and payroll knowledge and troubleshooting experience. Works effectively to set proper expectations to achieve total client satisfaction and contribute to first year client retention. Supports department by monitoring the accuracy and completeness of incoming orders. May also distribute orders appropriately to ensure workload balance for all team members. Provides ongoing mentoring and training to Implementation associates and recommends and supports development of training programs as needed. Acts as back-up to Manager and to other associates as needed.

  • Provides technical and training support to Implementation associates of various tenure regarding resolution of product and client issues or instruction on department procedures.
  • Serves as the first point of contact in the escalation process. Works with associates, new clients and other departments to troubleshoot and extensively research multiple complex and/or escalated issues simultaneously. Provides follow up and resolves issues within a timely manner to ensure successful client transition and on-boarding to ADP that results in client satisfaction.
  • Assesses departmental training needs, recommends, and supports development and schedules and delivers programs as needed. Counsels and mentors associates by providing feedback on performance and aptitude.
  • Keeps up-to-date and proficient on payroll, tax and legal regulations and new product enhancements and changes via in-house training, seminars, documentation, etc. to increase proficiency in technical support capability. Attends leadership and mentor training.
  • Acts as back-up to manager by providing technical support, prioritizing critical issues, providing direction and ensuring that deadlines, quality measurements, and implementation standards are met. At times, may receive incoming sales orders and review for completeness and accuracy. Assists with order tracking and distribution to ensure workload balance in the department. Provides input to management for performance appraisals of associates where appropriate. May assist in the recruiting process.
  • During peak volume times assists with the implementation of new client starts.


    • At least 2 years of college in any Business-related course is required; graduate of bachelor’s degree of any course is an advantage but not required for the position.
    • 1.5 to 2 years of experience handling Implementation or Client Services tasks specifically in SBS or equivalent with a proven proficiency and in-depth knowledge of SBS payroll products and systems platforms.
    • Experience in mentoring or coaching Associates is an advantage
    • Exposure to Pay Train with a score of 80% in all areas is preferred
    • Aptitude in using MS Office and other product related systems is a must
    • Proficient in English; ability to communicate effectively by speaking, listening and writing


    • Ability to consistently deliver quality service when dealing with multiple, high-priority issues.
    • Organizational skills and ability to work under the pressure of time constraints and to prioritize client issues.
    • Client Service orientation, effective interpersonal skills and a demonstrated ability to build effective relationships, set proper expectations and exercise sound judgment is critical.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.



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Posted: 2022-04-12 Expires: 2022-06-26

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Technical Support Specialist - Client Services

El Paso, TX 79901

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